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Wayne County committee approves Granicus amendment to add public service-request platform
Summary
The committee approved an amendment to a five-year contract with Granicus LLC to add OneView service-request intake and professional services to Wayne County’s website. Commissioners pressed for departmental buy-in, quarterly performance reports and commissioner training; staff pledged SLAs, escalation and a pilot in the executive ombudsman’s office.
The Wayne County Committee on Government Operations approved Amendment 2 to the county’s five-year contract with Granicus LLC to add public-facing software that expands the county website’s service-request capabilities and provides professional services for implementation.
Terry DeBos, division director for enterprise applications, and Hector Rowan, director of information technologies, said the change will allow residents to submit service requests (such as pothole or code complaints) directly through the website or mobile app and track a case from intake to closure. Rowan said the platform can integrate with City Works to provide real-time…
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